Director of Customer Experience

OpenKrill; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

Openkrill is seeking an experienced head of Customer Experience to shape strategy across onboarding, adoption, retention and advocacy. You will work across customer success, support, product, and engineering to strengthen relationships and drive growth from first touch to renewal.

This on-site role in Los Angeles requires leadership of high-performing teams, strong analytical skills, and a track record of turning usage data into improvements.

Qualifications

• 7+ years in customer experience or related leadership roles.
• Experience building and scaling customer-facing teams.
• Strong analytical skills to turn data into actions.
• Experience with CX platforms and feedback systems.
• Excellent communication and stakeholder management.
• Experience defining CX metrics and ROI reporting.

Responsibilities

• Develop and execute a customer experience strategy aligned with company goals.
• Lead, mentor, and grow customer success and support teams.
• Analyze feedback, product usage, and NPS to identify pain points.
• Partner with product and engineering to prioritize features based on impact.
• Define and own CX metrics, and report ROI to leadership.
• Build advisory and community programs to strengthen relationships.
• Oversee onboarding, training, and documentation for implementations.

Job description

ABOUT THE ROLE

Lead customer experience strategy and execution across the full customer journey, from onboarding through retention and advocacy. This role works across customer success, support, product, and engineering to strengthen customer relationships and support business growth.

WHAT YOU'LL DO

• Develop and execute a customer experience strategy aligned with company goals and market opportunities.
• Lead, mentor, and grow customer success and support teams to deliver a strong experience at every touchpoint.
• Analyze customer feedback, product usage, and NPS metrics to identify pain points and guide improvements.
• Partner with product and engineering teams to prioritize features and fixes based on customer impact.
• Define and own CX metrics, and report progress and ROI to leadership.
• Build customer advisory and community programs to strengthen relationships and gather insights.
• Oversee onboarding, training, and documentation to support smooth customer implementations.

WHAT WE'RE LOOKING FOR

• 7+ years of experience in customer experience, customer success, or a related leadership role, ideally in B2B SaaS.
• Experience building and scaling high-performing customer-facing teams.
• Strong analytical skills, including the ability to turn customer and usage data into actionable improvements.
• Experience with CX platforms, analytics tools, and customer feedback systems.
• Excellent communication and stakeholder management skills across technical and non-technical teams.
• Experience developing customer experience strategies, owning CX metrics, and partnering with product and engineering teams.

COMPENSATION & BENEFITS

Visa sponsorship is not available.

LOCATION

This is an on-site role based in Los Angeles, California, United States.